Product Support Manager
4 weeks ago
Title: Product Support Junior Manager - Visual Display (VD) Location: Chertsey | Hybrid (3 days in office, 2 days WFH)
Main scope of the role is to coordinate the communications, the tasks and actions, and act as information point for the 16 technical support teams of European Subsidiaries, for applying quality improvements in market across all product support channels, for all VD group portfolio that ranges from conventional TVs, The Frame, Outdoors TVs, Projectors, Monitors, Soundbars and other embedded new products, SmartThings.
Close collaboration with the European VD Product Quality PIC, the wider Product Quality and Product Support teams and team members to ensure alignment and awareness on key business updates, collaborate with the VD GBM in HQ for NPI – New Product Launch market readiness, with all related Product documentation, Product Support operations and Product Guidelines on the field and all key support channels, and also engage and align with key partners in ECSO, Subs and HQ for critical metrics achievement.
Monthly consolidation, analysis and reporting of issues affecting operations effectiveness, completion or success, including Benchmarking practises, potential FAQ’s, new trends, tech/eco implementation practises. Also, correlate 3rd party issues and that potentially could influence or affect the product performance.
Coordinate technical samples and manage field-testing activities to ensure the status of launching product and engage with Subsidiaries’ testing outcomes, including impact of potential new trending accessories or third party Apps or other factors that could influence the product performance. Analyse and monitor on weekly and monthly basis the data related to Key Performance Indicators and provide insights, that link Product Performance to field operations and “read” trends and report to key partners in PQ team and HQ for alignment, adjustments or redesign on strategy and action plans.
Understanding of unusual product support and service quality operations, and unexpected performance trends, and link to failure factors, Service Bulletins (product improvement or service guidelines), SW improvements/upgrades and reproduce defective scenarios on samples to verify failure and collect feedback for escalations.
Deliver innovation and any form of new technologies to support product improvement and operation at best potential for driving customer engagement and satisfaction.
Drive and engage Subsidiaries for information and feedback on field operations, product support activities across all channels, and raise, consolidate and share to key partners potential recommendations and action plans to improve the efficiency and effectiveness, as an overview approach to customer satisfaction.
Workshops by participating on ideation, presentation files, minutes and actions follow up, in collaboration and alignment to EU Product Quality PIC for joint efforts on the VD product group events.
European or Global travel may be required occasionally subject to business needs.
BSc or equivalent degree in Computer Science, engineering or relevant field, or similarly relevant work experience.
Excellent knowledge and technical understanding on wireless technologies, server, platforms, Apps, networks connectivity, compatibility – previous experience would be an advantage.
Familiarity with the field support channels and related terms NPS, UX would be ideal.
Experience on participating on agile projects or working under agile practises.
Flexible & agile to adapt to workload changes.
Comfortable with basics on Microsoft Excel, Word and Power Point.
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Product Support Junior Manager
2 weeks ago
Chertsey, Surrey, United Kingdom Ntrinsic Consulting Europe Limited Full timeTitle: Product Support Junior Manager - Visual Display (VD) Location: Chertsey | Hybrid (3 days in office, 2 days WFH) Rate/Salary: based on experience, + benefits & bonus package Main scope of the role: To coordinate all communication, tasks and action points between 16 support teams across Europe. Collaborate with the wider Product Support team to...
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Product Support Junior Manager
2 weeks ago
Chertsey, Surrey, United Kingdom Ntrinsic Consulting Europe Limited Full timeTitle: Product Support Junior Manager - Visual Display (VD) Location: Chertsey | Hybrid (3 days in office, 2 days WFH) Rate/Salary: based on experience, + benefits & bonus package Main scope of the role: To coordinate all communication, tasks and action points between 16 support teams across Europe. Collaborate with the wider Product Support team to ensure...
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Product Support Junior Manager
2 weeks ago
Chertsey, Surrey, United Kingdom Ntrinsic Consulting Europe Limited Full timeTitle: Product Support Junior Manager - Visual Display (VD) Location: Chertsey | Hybrid (3 days in office, 2 days WFH) Rate/Salary: based on experience, + benefits & bonus package Main scope of the role: To coordinate all communication, tasks and action points between 16 support teams across Europe. Collaborate with the wider Product Support team to ensure...
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Chertsey, Surrey, United Kingdom Ntrinsic Consulting Europe Limited Full timeTitle: Product Support Junior Manager - Visual Display (VD) Location: Chertsey | Hybrid (3 days in office, 2 days WFH) Rate/Salary: based on experience, + benefits & bonus package Main scope of the role: To coordinate all communication, tasks and action points between 16 support teams across Europe. Collaborate with the wider Product Support team to...
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